Refund policy

Refunds

Refund requests must be made within 30 days of receiving your goods. Refunds are processed within 7 days once the item has been returned, inspected and approved by our team. Refunds apply to the value of the goods only and will be issued to the original payment method used at checkout. Shipping charges are non-refundable once an order has been dispatched.

Please note that refunds do not apply to certain items that cannot be returned for hygiene reasons. This includes, but is not limited to, beds, mattresses, pillows, bedding, bathroom equipment and other specialist health-related products. If you are unsure whether an item is eligible for return, please contact us prior to purchase.

Returns

If you are not satisfied with your purchase, you may return the item to us within 30 days of receipt, provided it is unused, unassembled, and in its original condition with all packaging, manuals and accessories included. Items must be returned in a clean, resellable condition. Return shipping costs are the responsibility of the customer, and we recommend obtaining a proof-of-postage receipt. Goods remain your responsibility until they are received by us.

Products that have been unboxed, assembled, trialled, used, or show signs of wear may not be eligible for a change-of-mind return. If a return of an assembled or lightly used item is approved at our discretion, a restocking fee may be applied to cover cleaning, sanitising, repackaging or loss of retail value. A restocking fee may also apply to returns missing packaging, accessories or documentation. Bespoke, customised or special-order items are non-returnable.

Certain products are supplied in sealed packaging for hygiene reasons. Once this packaging has been opened, the item cannot be returned unless required under Australian Consumer Law. Customers must ensure that all items are packaged securely when returning them. Items damaged due to inadequate packaging may not be eligible for refund.

Faulty or defective goods will be repaired, replaced or refunded in accordance with Australian Consumer Law. If an item is confirmed faulty, we will cover the cost of return shipping or provide an alternative solution depending on the product and circumstances.

For full details, please view our complete Terms & Conditions page on our website.

Contact Details

(07) 5240 5240
sales@kineticare.com.au
2/27 Gateway Drive, Noosaville, QLD 4566